Complaints
This profile includes complaints for ADT Security Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10,794 total complaints in the last 3 years.
- 3,481 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed a 36 month contract with ADT for $64.99/monthly, which clearly states in section 4 that this total is the monthly charge including ALL additional fees and charges. Despite this I have been billed $69.98 and more recently $74.58 without any clear or direct notice of these upcharges. The only "notice" I received when it increased to $74.58 was buried below a long generic marketing email with no subject line indicating anything about a billing change. This felt misleading and not in line with a good faith notification. I spent over 3 hours with over 5 different ADT representatives to resolves these issues. One representative disconnected the call out of nowhere after an hour into the call even though I was fully calm and respectful. I am respectfully disputing the language into my ADT Alarm Services Contract, specifically the contradictions between Section 2 and 4 which, I believe, is intended to mislead a costumer to pay more than they think. While ADT may interpret the phrase in section 4 right below the total monthly charge "including basic monthly service.., all additional fees, and charges" to exclude taxes and upcharges, but that language clearly implies that $64.99 is the full, all inclusive amount I am agreeing to pay. The contract itself comes across as confusing and very misleading. I also find ADT in breech of the contract by charging me anything other than $64.99 monthly.I am requesting: 1. A refund of all the overcharges billed over $64.99 which I calculated to be $121.30 over the course of the contract 2. The ability to cancel under the early termination clause (Section 5 part 2) where I pay the remaining 75% of my contract bill without additional vague fees over $64.99/monthly for the remaining months minus 25%.
Business Response
Date: 07/09/2025
We were able to speak with Mr. ****** regarding his concern. We advised in accordance with his contract;we would not be able to refund his taxes and rate increase difference since he began his service with ADT. We did offer to waive the remaining cancellation fee of $636.48, and Mr. ****** accepted. We emailed him a confirmation.Customer Answer
Date: 07/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** ******Initial Complaint
Date:07/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We received a phone call from ADT asking if we would like to renew our contract. We said yes then realized we haven't used ADT for years. We called back and reversed our permission to have a contract with them explaining that we should have been cancelled years ago. We were told that we could not be refunded the monthly charge as they could not find a cancellation but that there would not be a contract cancellation fee because we called before the contract took effect. We then got a bill with a contract cancellation fee which they refused to remove when we called. They are preying on an elderly woman.Business Response
Date: 07/09/2025
ADT worked with the customer via social media and agreed to remove the cancellation fee. The account is closed with a zero balance.Customer Answer
Date: 07/18/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:07/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband and I were ADT customer at a prior residence for 14 years and loved ADT. As a result, when moving into our new home we chose to use ADT as our security system. This experience has been entirely unpleasant. The agent taking our order misrepresented the products included in our order. We were promised 2 cameras and received only 1 (broken) camera. We were promised 14 door/window sensors and received only 3. The DocuSign receipt of our order was misleading as it appeared that all items promised on the phone call were included. We reached out to the company for resolution. They agreed to send additional door/window contacts but at an additional charge of $140.00. They agreed to send a replacement security camera but attached a rider to sign up for an additional monthly monitoring Best Aware charge that we do not want. As a result the have not sent the replacement camera. They have also added the Nest Aware monthly charge to our account that we want removed. Every phone call to customer service results in multiple (9-10) transfers, typically with no resolution. My most recent call required over an hour(on the phone (mostly on hold) with the only result being that I was transferred multiple times and continued to be left on hold. We have concluded that repeated transfer with no resolution appears to be a tactic used by ADT. We request assistance resolving this issue. Thank you,******* ****Business Response
Date: 07/18/2025
ADT has reviewed the account and found the customer did request for the camera the replacement camera. It was not shipped as we were waiting on the customers signature. We spoke with the customer and explained the nest aware was already included in the monthly the bill from the first order. No other cost would incur from replacing the camera. We resent the contract, and she signed, and the device will be shipped.We confirmed the nest aware was $10 a month. Closing case and no further action will be taken.Customer Answer
Date: 07/18/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ****Initial Complaint
Date:07/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Aug '24 paid a year in advance like I have for more than 20 years total with Protection 1 and ADT. ADT says I agree to a plan change in May to a $39 month and they credited me $80 something dollars on PAPER only, I did not get a refund or check credit. I do not remember any of this and probably would not have agreed to it anyway. So I had to move unexpectedly and ADT is saying I own a cancellation charge of $304! My contract was paid in advance for a year, until August 14th 2025. Now, ADT say someone called me and I agreed to this plan change mid contract of a paid in full contract. I cancelled knowing I had paid up for the full year as I always had. Now what is ADT going to do about this. I want you to make this charge go away, it is the fair thing to do. You have all my money for the year which ends August 14, 2025.Business Response
Date: 07/17/2025
We reached out to the customer and apologized for any frustration or inconvenience endured with the service. We expressed After review of the account, we reviewed recorded phone call from 03/08/2025, which the customer accepted a verbal ******** rate lock extension that began on 05/01/2025 and was set to end on 04/30/2026. After further review, once the customer called to cancel service,the customer was billed early termination fees for the remaining 12-month term that was accepted of $291.95 and the remaining monitoring from 07/01/2025 through 07/09/2025. We explained the customers last annual bill covered 07/01/2024 through 06/30/2025, which the annual check payment was received and posted on the account on 08/15/2024. We also explained, the final balance on the account reflected as $304.29 after the account completely cancelled on 07/09/2025. We verified there is no refund warranted on the account due to the service cancelled after the payment end date of 6/30/2025. As a goodwill courtesy based on the customers tenure and the original term being over, we have waived the final balance, and the account now reflects a zero balance. The customer understood and is satisfied with the resolution. No further action was taken.Customer Answer
Date: 07/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *****Initial Complaint
Date:07/05/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After my ADT motion sensors went bad I decided to cancel my account as I did not want to pay an install tech to return to my residence. I attempted to call ADT customer service and was disconnected when I chose the option for account cancellation. I called back and spoke with customer service who refused to cancel my account and advised me to call back during "normal" business hours, which they stated were two different timeframes. I asked to speak with a supervisor and was left on hold for 20 minutes only to be told that no supervisors were available. This was a complete run around. ADT had been overpriced and is not offering anything different than other companies, but are continuing to raise prices for a service that has offered no return on investment. Cancelling an account should be as easy as signing up, which is now Federal law through the ***.Business Response
Date: 07/09/2025
ADT has reviewed the customers account. We contacted the customer, and he made aware that he was finally able to speak with a representative to cancel the account. We apologized for his recent experience regarding cancelling the account. We offered to waive the 30-day cancellation period. We also submitted a refund in the amount of $55.99.Customer Answer
Date: 07/10/2025
Complaint: 23559300
I am rejecting this response because:I was promised a refund for my final bill. Instead of receiving a refund, I received a notice that I now owe $78 without explanation.
My original complaint will remain open as my experience has only gotten worse. On 7/9/25 I was finally connected to the cancellation department, who then routed me back to the original call menu which requires me to go through the call menu two additional times before finally getting connected to a representative. I was then told that I would have to abide by a 30 day waiting period to cancel.
I was promised a full refund and expedited cancellation, but have not received confirmation of either. I have only received a demand for additional money. This is entirely unacceptable.
Sincerely,
**** *********Business Response
Date: 07/18/2025
ADT shows there is no balance owed, and the account is closed.Customer Answer
Date: 07/18/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Not because it was adequately addressed by ADT, but because my account was finally closed after multiple phone calls and filing this complaint.
Sincerely,
**** *********Initial Complaint
Date:07/05/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
am filing this complaint regarding a highly frustrating and dishonest experience with ADT. I ordered home security equipment from ADT, but they shipped the equipment to the wrong address, not the one I provided. As a result, I canceled the order immediately and requested a full refund, as I had not received the products, nor did I ever activate or use their services.ADT confirmed the equipment was returned to their warehouse. However, I have since been given the runaround by customer service. Multiple representatives claimed a refund request was being processed, but I have never received a refund. Ive spent hours on the phone trying to resolve this issue with no ****************, a clerk informed me that I now owe ADT $1,900, even though:I never received the equipment,I never used their service,The items were returned to their warehouse, and I canceled the order in good faith.This is an unfair and deceptive business practice. I believe I am being scammed. I am requesting that BBB investigate this matter and assist in:1.Removing the false charge of $1,900 from my name,2.Issuing a full refund for the order I canceled, and 3.Ensuring ADT corrects their internal system so that I am not pursued for a debt I do not owe.I am attaching any relevant communication and tracking information upon request.Desired Resolution:Full refund of the amount charged Immediate correction of billing records Written confirmation that I do not owe ADT any money An apology for the poor treatment and inconvenience causedBusiness Response
Date: 07/09/2025
ADT has reviewed the account and found the account has already been cancelled but no refund request was made to returns the payments made on the account. We have requested a refund for $39.99 and $229.82 back to the payment method on file. We have spoken with the customer and said she can expect the refund within 3-5 business days. Closing case and no further action will be taken.Customer Answer
Date: 07/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ****Initial Complaint
Date:07/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 5/2/2025 I called to have ADT reinstall a fire and carbon monoxide detector in my basement as I misplaced the original device during the construction. The *** gave me a ridiculous amount of price for it and I had to speak to the supervisor who gave me a huge discount with my total equipment and installation changed being $327. I agreed and signed the rider contract. When the installation took place later on 5/8/2025, the tech told me over the phone that I needed a door sensor which needs to be ***laced for which I agreed. When the job was done he got a signature from my son who was home at that time and left. I later realized that the tech had charged total of 487 instead of 327 plus $50 for the door sensor. I spoke with multiple customer service agents after that and they agreed to refund $162 which they did. For some reason, they put that charge back on my next bill in June. I have tried to talk with several agents and supervisors for over 8-10 hours in one week with no resolution. They would tell me someone from management would call me and nothing would happen after that!They is bordering on a fraudulent charges because they promised one price and charged me a different one.Business Response
Date: 07/15/2025
We reached out to the customer and apologized for any frustration or inconvenience endured with the service. After review of the account, we explained the installation job cost was $489.41 after taxes based on the pricing as follows: $99.00 installation fee, $50.00 for door sensor, $130.00 Carbon Monoxide detector and $180.00 Smoke Detector. We reviewed the recorded sales call from 05/02/2025,which the sales agent did quote the customer $327.34 for the installation job cost. The sales agent informed there was discount applied on the parts, which the smoke detector and carbon monoxide detector would cost $227.34. The sales agent also informed there would a $100 installation fee. After further review,we explained the discount on the parts were not applied fully that caused the cost to increase. We also explained, there was an additional part added, and the sales tax applied to the final job cost. We also verified, there is record that the customer spoke with our ****************** Team on 05/21/2025 and was advised a credit would be applied of $162.07 with refunding that amount. The account reflected a reversal of the credit that was applied, which resulted in the amount of $162.07 to be placed back onto the account as being owed. As a goodwill courtesy, we explained we will honor that commitment and have waived the $162.07 with applying a credit onto the customers billing account. The customer understood and is satisfied with the resolution. No further action was taken.Customer Answer
Date: 07/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ****Initial Complaint
Date:07/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I'm filing this complaint against ADT due to repeated billing following the cancellation of my account, & a complete lack of resolution after multiple attempts to correct the issue. In ********** I called ADT on 5/23/25, to cancel my service. During the call, I made it clear that I had no interest in transferring or continuing service at my new address as the last time I relocated I was locked into a new contract, despite already completing a two-year contract. This time, I knew better and made the firm decision to ******. The ADT representative acknowledged that their moving team wouldn't attempt to retain me & confirmed that my contract would be terminated. I was told the account closure would take 30 days to finalize, but the termination was effective immediately. I even agreed to pay the early termination fee to avoid further complications. Despite this, I've continued to be charged, including unauthorized charges in June and July, and now I see a scheduled bill for August. I've called multiple times, most recently (6/26/25) from my new residence in *******, and was told the cancellation processed on May 29, yet my account is still open & billing. No one at ADT has been able to clearly explain why the account remains active or offer a resolution. As a disabled veteran, I find this situation particularly frustrating and disrespectful. I've followed every step asked of me yet I am being charged for a service I dont use & cannot use in my current apartment complex. This situation has caused financial & emotional distress. I'm requesting an immediate account closure and written confirmation that the billing has stopped permanently. Given the ongoing frustration, lack of timely communication, and the fact that I clearly requested cancellation on May 23, I'm formally requesting that any termination fee be waived. I shouldn't be penalized for ADT's failure to process my cancellation properly or for the additional stress & billing I've endured as a result.Business Response
Date: 07/16/2025
ADT was able to speak with Ms ***** regarding the cancelation. The cancelation was processed per the customers request. We also were able to waive any early termination fee associated with the customers account.Customer Answer
Date: 07/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
ChaaKaa *****Initial Complaint
Date:07/02/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am making a complaint about ADT alarm service.I had new windows installed at my house and before I had them installed, I called ADT about having the sensors replaced. I have a maintenance plan and was told that it would be *********** South replaced the windows and had to remove the sensors to install the windows.When the new windows were installed, I made an appointment to have the sensors put back on.When the technician came out, he told me there would be a charge of about 800 dollars to reinstall the window sensors. I told him what ADT representative told me that there would be no charge, and he said that this is considered a remodel and there would be a charge.I told him I was not going to pay for the sensors and would be calling ADT. I called them and was told that they would not cover the cost and that the representative was wrong and I would have to pay to have the work done.I told them that I was going to cancel my service and was told that I would have to pay a cancellation fee of 296 dollars. I told them that I should not have to pay them anything because they gave me bad information. But the representative said that I would.Thank You ******* *******Business Response
Date: 07/08/2025
ADT has waived the early contract termination charges that were on the account.Business Response
Date: 07/08/2025
ADT has waived the early contract termination charges that were on the account.Customer Answer
Date: 07/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
Date:07/02/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My monthly monitor is $48.00 per month. I called over a month ago because the alarm is going off due to mechanical issues. They have send a tech to fix it and when it doesn't work, I have to reschedule a week further out for the next appointment. In the meantime the alarm sensors/panel is going off multiple times an hour. There is no local number I can call, it's all 800 numbers.Customer Answer
Date: 07/02/2025
After I filed this complaint, I sent a copy of the document to an ADT email address I found in their social media. They did call back and offered to expedite an appointment to tomorrow (Thursday) morning. They also offered a 3 month rebate of monitoring charges. I did accept both; the appointment and the rebate. But it should not have had to come to this. I would still like to make others aware that they were pretty non-responsive until threatened with action from the BBB. Thank you for advocating on our behalf.Customer Answer
Date: 07/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Customer Answer
Date: 07/02/2025
You closed the complaint when I didnt answer in 3 hours?!
I did amend my complaint to document ADT's reaction to my complaint. But I reiterated that I wanted my issue documented so others would be aware that they don't take customer service seriously.
Customer Answer
Date: 07/03/2025
An appointment was set for 9am today. They again did not show. I received a call at 215 to reschedule. The appointment is had previously scheduled for July 8 was cancelled when they expedited to Today (Thursday, July 3). So now we are again at the back of the line and the earliest they want to give me is on the afternoon of July 9, but theres a problemwith that. The scheduler said ****, one of the managers on call, would call me ASAP.That was 5 hours ago. Tomorrow is a Friday, holiday so I'm not going to hear from them until Monday the 7th
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